Analyst Software Engineering - ServiceNow Platform Production Support-Tier 1
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 1h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 15h ago
The date the source published, not the day we noticed it (2026-10-01). Last seen at its source just now.
Is it remote?
The listing says yes
The location field doesn't say remote, so our assessment is based on the title or the description. Read the listing before applying.
Who may apply?
India
The description agrees: it names India.
What the ad says
…Location: Bengaluru, India, Hyderabad, India AT&T and its subsidiaries…
Pay not stated
Similar roles pay $6,438–7,250/mo
Middle 50% of 8 listings that do state pay — Engineering · all levels · India · USD/month. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
workday employer's own board first seen 2h ago · last seen just now
- location not stated
The listing
Role: ServiceNow Platform Production Support– Tier 1
Location: Bengaluru/Hyderabad
Experience: 4+ years (with Certified ServiceNow Administrator)
The ServiceNow Platform Production Support Tier 1 Analyst is responsible for providing first-level technical support for the ServiceNow platform. This role focuses on incident logging, initial troubleshooting, user support, request fulfilment, and timely escalation to higher support tiers when required. The ideal candidate should have deep ServiceNow knowledge, strong communication skills, and the ability to work in a fast-paced support environment.
Key Responsibilities
Incident Management
- Monitor ServiceNow queues and handle incoming incidents and service requests.
- Log, categorize, and prioritize incidents based on impact and urgency.
- Perform initial troubleshooting using knowledge articles and standard procedures.
- Resolve common issues within defined SLAs.
- Escalate unresolved incidents to Tier 2 or Tier 3 teams with proper documentation.
Request Fulfilment
- Process standard service requests such as:
- User access requests
- Basic configuration requests
- Catalog request fulfilment
- Tenant Application Code Deployment Requests
- Ensure requests are completed within SLA timelines.
Monitoring & Alerts
- Monitor system alerts, logs, dashboards, and integrations.
- Acknowledge alerts and initiate predefined recovery actions where applicable.
- Notify appropriate teams during system outages or performance degradation.
User Support
- Provide first-level support to end users via portal, email.
- Assist users with navigation and usage of ServiceNow modules.
- Maintain clear communication with users regarding incident status and updates.
Documentation & Knowledge Management
- Follow standard operating procedures (SOPs) and runbooks.
- Create and update knowledge articles for recurring issues.
- Maintain accurate ticket documentation and resolution notes.
SLA & Compliance
- Ensure adherence to SLAs and operational procedures.
- Maintain quality and compliance with support standards.
- Participate in shift handovers and daily operational reviews.
Required Skills
Technical Skills
- Good understanding of ServiceNow platform
- Expertise in modules such as:
- Incident Management
- Service Request Management
- Knowledge Management
- Good understanding of ITIL concepts
- Good troubleshooting skills in:
- User access issues
- Portal navigation
- Standard ServiceNow workflows
- Integration Flows
- Authentications Method
- Understanding of ticketing tools and support processes
Soft Skills
- Strong verbal and written communication
- Good customer service mindset
- Ability to work in rotational shifts
- Strong attention to detail
- Ability to follow documented processes
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialists(CIS) in any modules
- ITIL Foundation Certification – preferred
- Solid Understanding of:
- Active Directory
- User management
- Email and notification troubleshooting
- Update Sets and Deployment method
- Exposure to ServiceNow support environment is a plus
Weekly Hours:
40Time Type:
RegularLocation:
Bengaluru, India, Hyderabad, IndiaAT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. Click here to learn more or request an application accommodation here.